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Smart Sync error - "There was an error opening this document"

I can access files on dropbox website, however on all computers utilizing smartsync, every time you try and open a file from the dropbox folder, it says "There was an error opening this doucment. The file cannot be accessed by the system."

I have already tried uninstalling and reinstalling dropbox and the same issue persisted. Same issue accross all computers in my office.

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peterlvilim

Hello everyone! Thank you for raising this issue. We believe that we have identified and fixed the root cause.

You can find a new stable build that addresses this issue here: https://www.dropboxforum.com/t5/Desktop-client-builds/Stable-Build-63-4-107/m-p/317555#M5151

Desktop clients will also be auto-updating to the fixed build.

All comments

cwestland

Same here. Not sure what is going on...

Jay

Hi there, thanks for this info.

Could you both try forcing the file to go local first from the context menu instead of opening it directly?

A screenshot of the error message would help as well!

Let me know how it goes!

deltat

Same here, tested on two computers. Smart sync folders cannot open any documents. Windows 10 Professional w/ latest updates and patches.

cwestland

when i right click it and go to sync and click local it appears. we have not had this issue before

deltat

Forcing the folder local allows the file to be opened w/o issue. Smart Sync folders on two tested PC's in my office cannot open any of the files.

cwestland

all employees using dropbox on their pcs are having this issue in our office and I have not changed any of the admin settings since day one.

scourtney

Same for us. Marking it as "local" works, but I don't want my users to have to do that for the dozens of files they touch every day. Happening on Windows 7 and 10 with latest updates and latest version of Dropbox app. Also tried reinstalls and it did not fix this.

Interestingly, our mac users are just fine. No issue at all.

awitzburg

Forcing the file local does work, but definitely don't want to do that on all these files.

austinjonescorp

Exact same issue, same workaround. Happening to one employee after Windows 10 updated this morning.

Jay

Thanks for the reports, I’ve forwarded this info to our team to conduct an investigation on it as we speak.

I’ll update you here when I receive an update on this matter.

thsuhart

This seems to only have become an issue today after Windows forced an update. I hope there is a resolution soon!

larsdennert

Smart Sync has started refusing to retrieve online only files on demand. The opening app returns an error that the file can't be read or is corrupted. I have to make them local to open the files. We are talking pdfs and word docs so small files. Tried rebooting and I have an internet connection, after all, I'm posting this. Windows Pro 1803 DB client 63.4.102

Andrew K.45

Same issue here, just started today 12/12/18. This is urgent.

larsdennert

Same here, though my PC has not recieved any updates recently from MS. I have those delayed out a couple of weeks.

Alex2222

Same issue here

Alexis G.1

Same issue here with 3 different clients and several computers.

This issue started today December 12. We need a quick resolution.

larsdennert

Thumbnails also do not populate on online only files.

ykoutsikos

Same here. Proposed workaround does work but obviously is not a solution.

Alexis G.1

@Jay wrote:

Thanks for the reports, I’ve forwarded this info to our team to conduct an investigation on it as we speak.

I’ll update you here when I receive an update on this matter.

Has this been escalated as level3 incident? This is a Global Wide issue. Apparently is related with a MS Update but is affecting lot of users with SmartSync.

I received a call from another 3 clients with the same issue. We already try disabling AV/Antimalware, same issue.

The only workaround is to right click and select the Smartsync / Local option so the users can download files/folders locally but this can be used only on temporary basis.

Andrew K.45

I second the necessity of escalation, our phones are blowing up with Dropbox issues.

MohamedSalih

I have same issue, please let us know if this is solved and how. Thank you !

Jay

To keep you all posted, our engineers are aware of this issue and are working on a fix.

Will let you know more when I know more.

OasisArch

We are experiencing the same issue with online only files not automatically opening when selected. We are an architectural firm and rely on dropbox heavily. Having to change each working file to local first before opening is becoming annoying.

Alexis G.1

@OasisArch wrote:
We are experiencing the same issue with online only files not automatically opening when selected. We are an architectural firm and rely on dropbox heavily. Having to change each working file to local first before opening is becoming annoying.

as a workaround, don't change the smartsync setting for a file but for a folder. if you are working with an specific folder, setup the folder as Smartsync/Local so all folder content is downloaded.

First time I see this issue with smartsync. Anyone knows the KB number of the MS update who break Dropbox smartsync feature?

CST2000

KB4471324 on our Windows 10 machines

sisinger

I'm having the same issue. please notify when resolved.

Glenn P.3

Same issue.

"Files cannot be accessed by the system"

Jamiea

Why is this marked as solved when it's still not working?

greentickback

Solved? You mean broken right?

StPatty33

Add me to the list. Just had a failed hard drive the other day and discovered Smart Sync around the same time, moved my DropBox folder to a drive that cannot hold all my files when set to local. Now I can't access my files except piecemeal. This is a major issue.